We strive to process orders within 1 to 3 business days (excluding weekends and holidays). You will receive a notification when your order has shipped. Please note, there may be extended order processing times during peak holidays. We will always do our best to ship your order as quickly as possible, and in the order in which it was received. Transit times shown during checkout do not include processing time. They are an estimate provided by the carrier and are not guaranteed.
Delays or Returned Packages:
Our friends at USPS and UPS have been working extra hard to ensure packages are delivered quickly, but unfortunately, some shipments may be delayed during transit. This is out of our control. Island Thyme is not responsible for refunding the cost of shipping on any orders that are delayed for reasons outside of our control.
If your package is returned to us for any reason, you will be responsible for the cost of re-shipping, even if you received free shipping the first time. Island Thyme will not refund the cost of shipping for orders that have already been mailed under any circumstance.
Loss or Theft:
Once your order has been shipped, we are no longer responsible for it in any way. Please be sure to ship your order to a secure address, such as a business or PO Box. If your order is stolen after delivery we cannot be held responsible for replacing it.
Island Thyme and its shipping carriers are not responsible for theft, damage or missing contents that occur to any parcel after successful delivery to the correct address.
We know mistakes can happen. If you've entered an incorrect shipping address, please let us know as quickly as you can. In some cases, we can update the address prior to your shipment going out. However, if your order has already shipped, you will be responsible for any additional shipping fees. Island Thyme will not be responsible for packages delivered to an address that was not accurately input.
If you are on Orcas Island, you can skip the shipping fees with free local pickup at our new store in Eastsound!
Orders placed online will be ready for pickup between Noon and 5:00PM, the next business day (except on Sundays) at our new shop in Eastsound, located at 310 Main St. (Please note, store hours are 10am-5pm)
How to arrange your Free Local Pickup:
- Place order online: www.islandthyme.com
- Select local pickup during checkout.
- Complete your purchase: We will not be accepting in person payments for web orders; you will need to pay online when you finish your order.
- We will send you an email that confirms your order.
- Please bring your order confirmation when you arrive at the store for pickup.
Please have your order confirmation with you when you arrive.
Island Thyme strives to keep our carbon footprint to a minimum by using materials such as cellulose padding and starch packing peanuts to protect your items through the shipping process.
The cellulose wadding that we use is made from 100% recycled fibers and is a reusable and compostable paper alternative to plastic bubble wrap. Our packing peanuts are made from plant starch, and are certified compostable & dissolvable in water, leaving no toxic substances in soil or groundwater.
We often pack small items in a clear bioplastic bag to keep them from getting lost within packing peanuts. These bags are made from PLA (Polylactic Acid) that is derived from plant sugars. They are certified compostable and biodegradable.
Our product samples are packaged in either a small plastic jar or mylar pouch. The plastic jars are washable and perfect for re-use as a travel size container. We hope that our customers re-use these containers many, many times.
We happily offer international shipping to most nations. However, shipping times can vary greatly depending on the destination country. Transit times shown at checkout are an estimate provided by the carrier, and do not include the possibility of being held up in customs. Your order may be subject to import duties and taxes, which are incurred once a shipment reaches your destination country. Island Thyme is not responsible for these charges if they are applied and are your responsibility as the customer.
If you are experiencing a heat wave or cold-snap, please know that there is a risk of your products melting or freezing in transit to you. Because much of our packaging is glass, if products freeze their packaging may break. Island Thyme cannot be held responsible for products damaged or destroyed by extreme temperatures in transit. Please consider waiting until your local temperature is no longer extreme to place your order, in addition to closely monitoring your tracking information to be sure that you can collect your order and bring it inside from the heat or cold as soon as it is delivered. If you have questions about this please send us an email and we'll be happy to assist. email@example.com
Checking the status of your order:
Once your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
Refunds, returns, and exchanges:
Please contact us immediately if there is an issue with your order. Island Thyme must be notified within 5 business days of delivery if there has been an error in packing your order.
If you change your mind about a product, we accept returns up to 30 days after delivery, only if the item is unopened and in its original condition. We will issue a store credit for the order amount less a 10% restocking fee and the original shipping cost. All returns must be authorized prior to shipment; call or email us before returning your product(s) for authorization. If we receive an unauthorized return, no refund will be given.
In the event that your order arrives damaged, please email us as soon as possible at firstname.lastname@example.org with your order number and photos of the items condition, as well as the condition of the shipping box . We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
If you have any further questions, please don't hesitate to contact us at email@example.com.